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  • 1.  Treat direct call as ACD call

    Posted 05-17-2023 14:21
    No replies, thread closed.

    We want to make a change in our training process. Essentially, team leads will call trainees through Genesys and have a fake conversation so the agent gets a feel for talking to a customer and using Genesys. The problem we've run into is that if you call a user directly (selecting their name from the dropdown list when placing a call), then the call is not treated as an ACD call so your experience as a trainee will be different than in a live environment - you don't have all the same options, and you don't have to select a wrap-up code or anything like that.

    I thought about building a queue specifically for training purposes, but the problem there is that if I call the training queue, I could end up talking to agent A or agent B when I'm trying to reach agent C specifically.

    Is there a workaround for this?


    #Routing(ACD/IVR)

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    Samuel Urquhart
    Greenix Pest Control
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  • 2.  RE: Treat direct call as ACD call

    Posted 05-18-2023 08:21
    No replies, thread closed.

    You should check out this new Beta for Direct Routing. I think this will help you with your request. You should be able to define a number of the agent, then go through the queue but get to your training agent. 

    https://community.genesys.com/discussion/upcoming-beta-direct-routing#bmf6d44e43-57ae-455e-a0d1-01882ab5848f



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    Steve Alix
    EDCi
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  • 3.  RE: Treat direct call as ACD call

    Posted 05-18-2023 09:30
    No replies, thread closed.

    You can also set the agent as a preferred agent on the transfer to ACD action

    https://help.mypurecloud.com/articles/preferred-agent-routing-behavior/

    https://help.mypurecloud.com/articles/transfer-acd-action/



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    Melissa Bailey
    Genesys - Employees
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    Original Message


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